U.S. patent application number 10/748150 was filed with the patent office on 2005-07-07 for method and system for alerting call participant of a change in a call hold status.
This patent application is currently assigned to FRANCE TELECOM, S.A.. Invention is credited to Chervirala, Srinivas, Mallya, Satya.
Application Number | 20050147227 10/748150 |
Document ID | / |
Family ID | 34710877 |
Filed Date | 2005-07-07 |
United States Patent
Application |
20050147227 |
Kind Code |
A1 |
Chervirala, Srinivas ; et
al. |
July 7, 2005 |
Method and system for alerting call participant of a change in a
call hold status
Abstract
A method and system for controlling a connection between a
calling party and a called party. When a call is placed on hold,
detection services are utilized to determine when the call changes
from being "on hold" to being active. The call control system can
then contact the caller to inform the caller of the change in the
status of the call. Such contacts can be either in-band or
out-of-band. If the caller is unable to respond to the change in
call status, the called party can leave a message for the
caller.
Inventors: |
Chervirala, Srinivas; (Santa
Clara, CA) ; Mallya, Satya; (San Jose, CA) |
Correspondence
Address: |
OBLON, SPIVAK, MCCLELLAND, MAIER & NEUSTADT, P.C.
1940 DUKE STREET
ALEXANDRIA
VA
22314
US
|
Assignee: |
FRANCE TELECOM, S.A.
Paris
FR
|
Family ID: |
34710877 |
Appl. No.: |
10/748150 |
Filed: |
December 31, 2003 |
Current U.S.
Class: |
379/215.01 ;
379/207.04 |
Current CPC
Class: |
H04M 3/4286
20130101 |
Class at
Publication: |
379/215.01 ;
379/207.04 |
International
Class: |
H04M 003/42 |
Claims
1. A call control system for monitoring a status of a call between
a caller and a called party, comprising: a hold detection component
for detecting that the call between the caller and the called party
has been placed on hold; a detection component for detecting that
the call between the caller and the called party is no longer on
hold; a notification component for sending a notification that the
call is no longer on hold to the one of the caller and the called
party that did not initiate putting the call between the caller and
the called party on hold; and a call control component for
re-establishing the call between the caller and the called party in
response to the notification sent out by the notification
component.
2. The call control system as claimed in claim 1, wherein the
detection component comprises a voice detection component.
3. The call control system as claimed in claim 1, wherein the
detection component comprises a DTMF detection component.
4. The call control system as claimed in claim 1, wherein the
notification component comprises an in-band notification
component.
5. The call control system as claimed in claim 1, wherein the
notification component comprises an out-of-band notification
component.
6. The call control system as claimed in claim 4, wherein the
in-band notification component comprises a bridge for sending a
tone to the one of the caller and the called party that did not
initiate putting the call between the caller and the called party
on hold.
7. The call control system as claimed in claim 5, wherein the
out-of-band notification component comprises a push-to-alert
notification component.
8. The call control system as claimed in claim 5, wherein the
out-of-band notification component comprises an instant messaging
component.
9. The call control system as claimed in claim 5, wherein the
out-of-band notification component comprises a line card
notification component.
10. The call control system as claimed in claim 5, wherein the
out-of-band notification component comprises an SMS messaging
component.
11. A call control method for monitoring a status of a call between
a caller and a called party, comprising: detecting that the call
between the caller and the called party has been placed on hold;
detecting that the call between the caller and the called party is
no longer on hold; sending a notification that the call is no
longer on hold to the one of the caller and the called party that
did not initiate putting the call between the caller and the called
party on hold; and re-establishing the call between the caller and
the called party in response to the notification sent out by the
notification component.
12. The call control method as claimed in claim 11, wherein
detecting that the call is no longer on hold comprises performing
voice detection.
13. The call control method as claimed in claim 11, wherein
detecting that the call is no longer on hold comprises performing
DTMF detection.
14. The call control method as claimed in claim 11, wherein the
step of sending comprises sending an in-band notification.
15. The call control method as claimed in claim 11, wherein the
step of sending comprises sending an out-of-band notification.
16. The call control method as claimed in claim 14, wherein the
in-band notification comprises utilizing a bridge for sending a
tone to the one of the caller and the called party that did not
initiate putting the call between the caller and the called party
on hold.
17. The call control method as claimed in claim 15, wherein the
out-of-band notification comprises a push-to-alert
notification.
18. The call control method as claimed in claim 15, wherein the
out-of-band notification comprises an instant message.
19. The call control method as claimed in claim 15, wherein the
out-of-band notification comprises a line card notification.
20. The call control method as claimed in claim 15, wherein the
out-of-band notification comprises an SMS message.
Description
BACKGROUND OF THE INVENTION
[0001] 1. Field of the Invention
[0002] The present invention is directed to a method and system of
alerting a call participant that a change has occurred in the
status of a call that was previously on hold, and, in one
embodiment, to a method and system of alerting a user that has
taken or placed a second call while on hold on a first call that
the first call has now come off of hold.
[0003] 2. Discussion of the Background
[0004] Telephonic customer support is becoming an increasingly
popular means of providing services to remote customers. To receive
such services, customers often call a toll-free number (e.g., an
800 or 877 number in the United States) which is actually routed to
a call center with a number of operators. During busy times, the
number of inbound calls may often exceed the number of available
customer service agents, thereby preventing all the customers from
immediately being connected with a customer service agent.
[0005] When the number of inbound calls exceeds the number of
available customer service agents, call centers can respond in a
number of ways: (1) generate a busy signal which the customer may
find abnormal; (2) connect the call to a phone service that
generates or plays a pre-recorded message indicating that all
agents are busy and that the customer should call back later
whereupon the call is automatically terminated; or (3) connect the
call to a phone service that generates or plays a pre-recorded
message indicating that all agents are busy and that the customer
should remain on hold such that the customer's call will be
answered in the order in which it was received. Sometimes such a
pre-recorded message is supplemented with information on the
expected wait time until an agent will become available.
[0006] However, once on hold many customers become frustrated by a
feeling of being shackled to the phone without a good indication of
when they will actually be helped. This situation is made worse
when the caller receives another call via a call-waiting service.
When another call is present, the caller has the dilemma of
deciding whether to answer the call and risk that the customer
service agent will come on while the caller is on the second call.
As many customers may have experienced, it is frustrating to switch
back to the first call (previously on hold) after having answered
the second, call waiting call, only to find that the first call
terminated when a customer service agent did not find anyone on the
line when the agent answered the call originally on hold. At that
point, the caller has lost his "investment" or "place in line" on
the first call and has to get back in line by recalling the
customer service center. Often callers simply give up and do not
actually call back; however, this may adversely affect how a
customer perceives the product or service associated with the
call.
SUMMARY OF THE INVENTION
[0007] It is an object of the present invention to provide an
indication to the caller that is on hold that the person, agent or
service that the caller was on hold with is now available to speak
with the caller.
[0008] In one embodiment of the present invention, the caller will
receive an audible or visual notification that a previously held
call has become active such that the caller should switch back to
the original call in a timely fashion.
BRIEF DESCRIPTION OF THE DRAWINGS
[0009] These and other advantages of the invention will become more
apparent and more readily appreciated from the following detailed
description of the exemplary embodiments of the invention taken in
conjunction with the accompanying drawings, where:
[0010] FIG. 1 is a block diagram of a system for providing
notifications to a caller that a previously held voice line has
become active;
[0011] FIG. 2 is a block diagram of an embodiment of the voice
detection and response module 105 of FIG. 1; and
[0012] FIG. 3 is a flowchart of a possible series of events that
enables a call participant to be notified that a previously held
voice line has become active.
DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS
[0013] To better place the utility of the present invention in
context, one can consider two examples.
[0014] Scenario #1
[0015] `Scott` is business traveler, who, in the midst of his
hectic schedule wants to confirm his flight ticket to Florida with
his preferred airline. `Scott` has a multi-line communications
terminal, which could be a fixed-line IP phone; circuit switched
networked phone, mobile phone, or any other communication device.
Scott utilizes his multi-line communications terminal to call his
preferred airline, but due to high call volume, he is kept on hold.
The approximate waiting time for someone to answer his call is
about 10 minutes.
[0016] At the same time, Scott also wants to speak with his
colleague, `Sean,` to discuss the last minute changes in his
proposed presentation to executive board. As Scott has very little
time to complete both of these tasks, he cannot afford to simply
disconnect his call to his preferred airline and speak with Sean,
as he may run in to the risk of not getting confirmation from
airlines in time. At the same time, the discussion with Sean is
equally important.
[0017] In the above situation, Scott has three options: one is
waiting until his call is answered by the airline and calling Sean
afterwards, which will be difficult because he has very little time
left. The second option is to disconnect his call with airline,
complete his discussion with Sean, and then call the airline back.
In this second approach, however, Scott runs the risk of losing his
position in the queue. Thus, when Scott calls back, he runs the
risk that his waiting time will be longer (potentially much
longer). A third option is to place a second call to Sean while on
hold with the first call and hope that he gets back to the first
call before agent on the first call hangs up on Scott.
[0018] The proposed service/solution addresses the problem for a
subscriber of this service, as a change in the online status of the
call to the customer service agent in the third option can be
signaled as soon as the agent says `Hello` or the pre-recorded
music ends. This allows the ability to use a second phone line in
the terminal, thereby allowing Scott to call Sean and discuss his
presentation without the fear of losing the airline call. The
notification can be by any one or a combination of a distinctive
beep, instant messaging, a display or through voice prompt
insertion.
[0019] Scenario #2
[0020] In the second scenario, `Peter` has a call-waiting feature
in his communications terminal, which could be a fixed-line IP
phone; circuit switched networked phone, mobile phone, or any other
communication device. Further, Peter calls Johnson, and Johnson
answers. While that conversation is taking place, Peter receives
notification through his call-waiting feature that someone else
(Joe) is calling him. (Notification in PSTN is in short beeps or
through voice prompt insertion, on PBX solutions a flashing second
line indication, etc).
[0021] As Peter urgently needs to talk with Joe, he indicates to
Johnson that he is going to be back after a short conversation with
Joe. Peter then switches to the other line and has a conversation
with Joe. Unfortunately, Peter soon becomes immersed in his
conversation with Joe, and forgets about Johnson waiting on the
other line. Since it's taking a lot of time, Johnson wants to
inform Peter that he'll call back Peter later or might want to get
his immediate attention or be able to whisper to Peter a short
message while Peter continues his dialog with Joe. However, using
known services, Johnson can't communicate such information with
Peter.
[0022] In both such scenarios, an existing communications system
controlling the interaction between the communicating parties is
enhanced to include the ability to further communicate between the
parties after a call is established but while not actually engaged
in an active conversation with the other side. In one embodiment of
the present invention, a call control system 100 includes at least
one switch (e.g., 4ESS/5ESS switch 125 and GSM MSC 135) that
initially establishes a connection between a caller 200 and a
called party 210 (for example a call center providing customer
support) by way of a voice bridge 115. (In embodiments where the
method of the present invention is provided as a subscription
service, at least one of the caller 200 and the called party 210 is
a subscriber to the service.)
[0023] At some point during this first call, typically in the case
of call centers just after call completion, one party places the
other party on hold. (For ease of reference, the example below will
be given in terms of the caller being put on hold by the called
party, but the opposite case can likewise be achieved.) After the
called party 210 has placed the caller 200 on hold, the caller 200
either places a second outgoing call (e.g., using the flash hook on
a conventional telephone or a similar button on a Voice over IP
phone) or receives a second incoming call via call waiting services
to/from a third party 220 (labeled "Party B"). In either case, the
caller 200 is no longer monitoring the status of the first call but
is instead interacting with the second call (or is no longer
connected at all). In the subscriber's place, the voice detection
and response module 105 is left to monitor the status of the first
call.
[0024] FIG. 2 illustrates an exemplary embodiment of the voice
detection and response module 105 which monitors a held call no
longer monitored by the caller 200 directly. When the voice
detection and response module 105 detects that the called party has
returned to the first call, the voice detection and response module
105 signals the caller of this change. As will be described in
greater detail below, the voice detection and response module 105
can notify the caller via any method that attracts the caller's
attention, including, but not limited to, at least one of any of
the following methods: (1) sending a visual indication to
communication terminal, such as a glowing LED or a flashing second
line; (2) initiating a distinctive tone or beep, which gets the
user's attention; (3) sending an instant message; and (4) sending a
unidirectional voice whisper from the waiting party (e.g., "Hanging
up, At home till 5:00."). Moreover, the detection of the return of
the called party can be based on any one of at least the following
techniques: (1) live voice detection (with filtering to ignore
pre-recorded voice messages), (2) DTMF detection, or (3) explicit
signaling to the voice detection and response module 105 using
out-of-band communication between the called party and the voice
detection and response module 105.
[0025] As shown in FIG. 1, in order to provide out-of-band
notifications to the caller 200, the system 100 may also include a
presence and messaging server 110 that can interact with the caller
using instant messaging, SMS or other text messaging functions.
Similarly, the system 100 may also include a short message service
center 120 that can provide SMS messages and the like without
having to require a presence server. Similarly, the IMS/MMS module
130 provides support for signaling (and voice) in 3GPP and 3GPP2
systems which allow internet access for mobile customers in an
integrated voice, web and messaging environment.
[0026] Turning now to FIG. 2, the voice detection and response
module 105 can include one or more of the following components: (1)
a call park server, (2) detection and prompting services, (3) call
back notification, (4) alerting services and (5) a profile
database. Each of these is discussed in greater detail below.
[0027] The overall process of detection and notification is handled
by a call park server (CPS). The call park server acts as an
interactive voice response (IRV) unit or a voice response unit
(VRU) and handles how a non-monitored call is "parked" until one of
the parties is ready to start interacting again. The CPS utilizes
detection services and alert (or notification) services to
accomplish its general functions. The CPS can utilize a variety of
standards to handle call control (e.g., ISUP, ISDN, TUP, SS7, SIP,
H323 and VoiceXML).
[0028] The detection and prompting services detect the return of
the party that initially placed the call on hold. Such detection
services can be provided by a DTMF detection component (DDC) that
detects the return of the caller by an explicit DTMF tone pattern
entered by the returning party. Such detection services also can be
provided by a voice detection component (VDC) that recognizes the
presence of live voice. Such a unit preferably is able to
distinguish between live voice and holding signals. Holding signals
can include any one or more of: hold music, pre-recorded marketing
blurbs and automated prompts, white noise and silence. This
detection can utilize standards such as Automatic Speech
Recognition (ASR). The detection of live voice can be facilitated
by detecting the loss of an embedded signal (e.g., an inaudible
watermark) that is embedded in the holding signals (but not in the
live voice). Such voice detection services may likewise be
programmed to listen for particular voice sequences to aid in the
detection of live voice. Such voice sequences may include "Hello"
and "Are you there".
[0029] In addition to the detection services, it is also possible
to utilize prompting services to inform the party that has come off
of hold (e.g., the customer service center that initially put the
caller on hold) that the system is trying to prompt the caller to
return to the call. This may reduce the number of times that a
party coming off hold hangs up prematurely since it doesn't realize
that the caller will be notified of the change in call status. Such
prompting may utilize a VoiceXML-style standard and text-to-speech
conversion or pre-recorded voice.
[0030] When the CPS determines from the detection services that the
called party has returned, the CPS utilizes alerting services to
inform the caller that the originally called party has returned.
The alerting services can utilize any in-band or out-of-band
mechanisms for this notification. As illustrated in FIG. 3,
non-limiting examples of such alerting services may include (1)
push-to-alert notification, (2) Instant Messaging services (e.g.,
SIP, XMPP, Wireless village, AOL Instant messenger) and email
services, (3) beep notification (e.g., either inserted by the
switch or added through a bridge controlled by the CPS), (4) line
card notification (e.g, for display devices), and (5) voice prompt
notifications. The push-to-alert notification allows the called
party A to briefly interrupt the caller's conversation with party B
to alert the caller that party A is back. The instant messaging
services and email services can send a message to a pre-defined
address (e.g., as specified in the profile database) to get the
attention of the subscriber. For line card notification, a light or
other notification device on the caller's phone may be illuminated
or strobed. The voice prompt notifications may either stored in any
form by the bridge and played back by the bridge.
[0031] Other examples of services provided by the Call Park Server
include the ability to have the caller disconnect (e.g., to save on
wireless minutes) and be contacted later using a callback
notification (CBN) service. In such an embodiment, the CPS "stands
in line" on behalf of the callee. When the CPS detects that the
called party has come back on the line, the CPS (via the CBN) dials
backs the number of the original caller (or some other number
associated with the caller, for example either entered before
disconnecting or stored in the profile database). If the original
caller does not have a direct dial line, the system may have to use
a multi-part dialing sequence that involves an initial set of
digits, a pause, and then a subsequent set of digits.
Alternatively, the system may call a main number and then play a
recorded message to an attendant asking for the caller. (All such
callback information can be saved on behalf of the user in the
profile database.) When the CPS is reconnecting the caller to the
called party, the CPS again may optionally utilize voice prompts to
encourage the called party to remain on the line until the original
caller is reached. Moreover, the CPS may utilize a list of numbers
that it dials (e.g., in a pre-specified order) until it reaches the
original caller. This callback process enables the caller to
maintain his or her "place in line" with customer service without
actually requiring the original caller to be connected with anyone.
The CBN may utilize protocols such as SIP, H323, ISDN and SS7 to
aid with call transfer and/or third party call control.
[0032] Similarly, rather than having the CPS dial out to the
original caller, the CPS can contact the original caller via some
other communications service (e.g., instant messaging, SMS or
email) and provide the original caller with some period of time in
which to call back the CPS. If the original caller does call back
the CPS, the CPS then reconnects the original caller to the
originally called party. If the caller does not call back, the
called party is sent to a voicemail corresponding to the
caller.
[0033] Turning to FIG. 3, the flowchart of FIG. 3 illustrates an
embodiment of various methods of utilizing a CPS of the present
invention. The caller (which is still the subscriber in the
illustrated example) establishes a connection with a called party
A. This may be either a direct dial service (i.e., by just dialing
the number of the called party A) or an intermediate service. A
direct dial service may be used when the call control system 100 is
automatically interposed between the caller and the called party A
(when the call control system 100 is in part of a local branch
exchange or in the public switched network or when a the call
control system 100 is part of a voice-over-IP network). The use of
an intermediate service may include dialing a pre-defined number
(e.g., an 800 or other toll-free number), identifying the caller to
the intermediate service (e.g., using ANI and a PIN), and sending
the number of the called party A to the intermediate service via
DTMF tones such that the intermediate service then connects the
caller to the called party A. In yet another embodiment, the CPS
may be part of a call distribution system that is part of the phone
system of the called party. In such an embodiment, the caller need
not subscribe to a service since the service can be provided by the
called party, especially where a callback service is used.
[0034] One of the two parties (either the caller or the called
party A) may then place the other party on hold. In the context of
the original caller remaining on hold, this may involve the caller
flash hooking and making a call to another party B. In the context
of the caller wanting to not remain physically on hold, the
subscriber identifies that it wants to use callback notification
(e.g., using a DTMF sequence) and hangs up.
[0035] In either hold mode, the CPS "parks" the call between the
original caller and the originally called party and the CPS
continues to detect whether the originally called party is no
longer on hold. Such a detection utilizes one or more of a voice
detection component (VDC) and a DTMF detection component (DDC).
Optionally, the prompter may play a prerecorded prompt indicating
that the CPS is contacting the subscriber or play a user recorded
message. The message from the subscriber may be a message from the
subscriber that is independent of the call or may be a message that
is call-dependent.
[0036] For example, in a call-dependent message, the subscriber may
inform the CPS during the call (and before switching to a second
call) that the caller wishes to record a message to be played to
the called party when the called party comes back on line. When
prompted, the caller would then record its message. When the called
party comes on the line, the CPS would then play the message to the
called party. For example, the caller may record its customer
number and the reason for its call so that the caller (e.g., a
customer service agent) can begin to investigate the issue that the
caller is calling about while the caller is still in its place in
line. (This is opposed to a call center that returns calls when it
is convenient to the call center.)
[0037] In such a call-dependent message embodiment, the CPS may
initially detect that the called party has returned (e.g., by voice
or DTMF detection) and the CPS therefore sends a first notification
to the caller. After the called party receives the message recorded
by the caller, the called party may enter a voice or DTMF sequence
to let the CPS know that the called party is going to hold onto the
call, even if the caller does not immediately return because the
called party has work that it can do in the meantime. (This can
override any roll-over to the caller's voicemail if the caller does
not return immediately.) Later, when the called party has completed
the work that it has to do, the called party may utilize a voice or
DTMF sequence which is designed to inform the CPS that it should
notify the caller that the called party is done. At that point, the
CPS may signal the caller again such that the caller is encouraged
to switch back to the call. If the caller does not switch back, the
called party can leave a message for the caller (e.g., describing
that the travel reservations or hotel is confirmed). Otherwise, if
the caller does return to the call, the CPS joins the caller to the
called party so that they can carry on a live conversation.
[0038] As is to be understood from the above example, the party
that placed the call on hold initially may (manually) signal the
other party more than once after returning to the call. Unlike a
call waiting tone that may occur at predetermined intervals but
whose later tones are not user generated, it is possible according
to the present invention to allow the returning party to determine
when the multiple tones (or other notifications) are sent to the
party on the other call.
[0039] In an embodiment utilizing callback notification, after the
detection services detect that the called party has returned to the
call, the CPS (via the CBN) calls back the subscriber, waits for
the subscriber to pick up the phone and reconnects the caller to
the called party A.
[0040] In embodiments not utilizing callback notification, one of
the alert services is utilized to get the attention of the
subscriber. If the subscriber switches back to the original call
within a predetermined amount of time, the CPS re-establishes the
connection between the caller and the called party A. If not, the
CPS connects the called party A to a voicemail system associated
with the caller.
[0041] The CPS of the present invention (and any of its individual
components) can be implemented using any one or a combination of
software, hardware and special purpose circuitry. In a
software-based system, a memory (volatile or non-volatile) stores a
series of instructions that implement the functionality described
herein. The hardware (including a general purpose processor or an
application specific processor) executes the instructions stored in
the memory. Such instructions may be in the form of any program,
scripts, interpreted code, etc. A computer program product
according to the present invention includes a computer readable
medium with instructions embedded therein for performing one or
more functions of the present invention.
[0042] Numerous modifications of the above-teachings will be
apparent to those of ordinary skill in the art without departing
from the general principles set forth herein.
* * * * *